Background & Purpose: In the current changing and changing conditions, it is inevitable to adopt innovation and digital transformation in the field of public services. For this reason, in this research, the critical success factors of innovation and digital transformation in the public services of government organizations were identified and explained.
Methodology: In terms of its purpose, the current research is an applied research with a mixed approach, and in the first stage, the qualitative method of the focus group and in the second stage, the quantitative survey method were used. The data collection tools included semi-structured interviews in the first stage and questionnaires in the second stage. In the first step, by using the purposeful sampling method and conducting expert interviews, dimensions, components and related indicators were extracted, and in the next step, by using stratified sampling, the opinions of 25 people regarding the dimensions and components of the first step were used. The validity and reliability of the research tool was confirmed through discriminant validity (Fornell and Larcker) and composite reliability.
Findings: The final propositions of the research were classified into three "key, unifying and macro" categories using the King and Harrocks coding method and the inductive approach. According to the research findings, out of 157 initial statements, 84 key categories; 29 integrative categories and 5 overarching categories were extracted and in the second phase, all the integrative and overarching categories were confirmed from the perspective of experts.
Conclusion: According to the results of the present research, innovation and digital transformation in public services in public organizations leads to better progress of the affairs and mutual relations of organizations with different stakeholders, which can ultimately create the potential of transformation, optimal management, excellence and improvement in public services.